Measuring the Impact of Service Quality in Iraqi Banks Using Non-Parametric Statistical Test: A Case Study on Al-Rafidain Bank
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Abstract
The research aims to examine the impact of banking service quality on customer satisfaction and trust in the services provided by the studied bank in Iraq. It is a field study conducted on the Rafidain Bank in Salahuddin for its branches in Tikrit and Aldawr. The hypotheses were tested using descriptive and analytical statistics to measure the impact of banking quality and its four dimensions (tangibility, reliability, responsiveness, and empathy). The study population consisted of customers and clients of Rafidain Bank in tow branches. To achieve the research objective, the researcher developed a questionnaire consisting of 24 items, including demographic characteristics of the research sample. The questionnaire was distributed to 176 individuals from the study population, and 121 valid questionnaires were retrieved for analysis, representing a response rate of 68.75%. The data was collected, analyzed, and hypotheses were tested using SPSS and Excel software.
One of the main findings of the research is that the three dimensions (tangibility, reliability, responsiveness) were perceived as having the highest quality of banking services from the customer's perspective, while empathy was perceived as having the lowest quality.
Furthermore, there was a statistically significant impact of banking service quality, specifically tangibility, reliability, and responsiveness, on customer satisfaction in Rafidain Bank at a significance level of less than 0.05. However, there was no statistically significant impact of banking service quality, specifically empathy, on customer satisfaction at a significance level of less than 0.05.
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